1. Organizational Foundation & CMDB

• Built the complete organizational hierarchy, including company structure, 4 hospital locations, and 6 departments.
• Configured 8 IT staff users across 4 functional support groups:
• Help Desk
• Clinical Systems
• Network Team
• Biomedical Engineering
• Populated the CMDB with critical medical devices such as CT scanners, MRI machines, and patient monitors.
• Added clinical servers and application assets to the CMDB.
• Created dependency mapping to support intelligent ticket routing and impact analysis.

3. Problem Management for Root Cause Elimination

• Created problem records for recurring clinical IT failures.
• Covered CT scanner error patterns, EHR peak-hour performance issues, and Emergency Department WiFi dead zones.
• Linked related incidents to corresponding problem records.
• Documented root cause analysis.
• Supported permanent fixes instead of repeated break-fix cycles.

5. Knowledge Management & Self-Service Catalog

• Created a knowledge base containing clinical IT support articles.
• Included EHR login troubleshooting, CT scanner error code references, and password reset guides.
• Enabled self-service resolution for common IT issues.
• Built 10 healthcare-specific service catalog items with 50 form variables.
• Added HIPAA compliance warnings for EHR access requests.
• Added safety alerts for medical device-related requests.
• Included policy references for VPN access requests.

7. Flow Designer Automation

• Implemented a 15-minute acknowledgement timer with manager notification for P1 incidents.
• Added category-based intelligent ticket assignment.
• Implemented CAB approval tracking for changes.
• Automated escalation and notifications for SLA breaches.
• Added scheduled jobs for daily stale incident reports.
• Added weekly SLA performance summaries.

2.  Incident Management with Healthcare Priority Matrix

• Configured 10 healthcare-specific incident scenarios.
• Covered priorities from P1-Critical to P4-Low.
• Included critical scenarios such as CT scanner failures and EHR outages.
• Implemented automatic priority calculation using Impact × Urgency.
• Linked incidents to affected configuration items to quickly identify clinical impact.

4. Change Management with CAB Approval Workflow

• Implemented a complete change management lifecycle.
• Configured Normal Changes requiring Change Advisory Board (CAB) approval.
• Supported examples such as CT firmware upgrades and EHR memory expansion.
• Configured Emergency Changes with expedited review for critical issues.
• Implemented Standard Changes using pre-approved templates.
• Added risk assessment, implementation scheduling, and post-implementation review processes.
• Designed the workflow to prevent unplanned outages.

6. SLA Framework with Medical Device Escalation

• Designed 8 healthcare-specific Service Level Agreements.
• Configured 15-minute response / 2-hour resolution for critical medical device issues.
• Configured 15-minute response / 4-hour resolution for critical EHR and network issues.
• Scaled SLA targets down to 8-hour response / 72-hour resolution for low-priority issues.
• Implemented an SLA breach handler flow.
• Automatically escalated overdue tickets.

8. Executive Reporting & Dashboards

• Used visualizations including pie charts, bar charts, and donut charts.
• Created an executive dashboard combining key operational metrics.
• Provided leadership with at-a-glance visibility into IT operational health.